Job Description

BENEFITS

Veolia's comprehensive benefits package includes paid time off policies, as well as health, dental and vision insurance. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement. Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement.

Position Purpose:

The Quality Assurance Specialist is responsible for implementing a standard evaluative process to ensure that consistent performance is demonstrated across all business units. The QA function will observe, analyze, and evaluate interactions across multiple channels providing feedback to the operation on business-critical behaviors and mastery of competencies. The position will create and govern universal quality standards for customer service representatives across the enterprise. The individual will work closely with our training manager to ensure the customer experience uses a standardized scoring methodology for all BU’s, hence identifying opportunities for improvement.

Primary Duties/Responsibilities:

• Develop and execute a comprehensive quality assessment program across all customer operations, ensuring alignment with customer expectations and measurable results.
• Create and implement innovative training materials and visual aids using advanced technologies like augmented AI and virtual training.
• Partner with Customer Service Supervisors and Managers to meet KPI targets and improve overall customer experience.
• Develop scorecard methodology and QA depositories for each business unit, ensuring standardization and accessibility.
• Monitor and evaluate consumer interactions with CSRs across all communication channels.
• Train Business Unit Supervisors on Quality Assurance techniques to ensure calibration across the enterprise.
• Identify and communicate customer service issues gathered through QA processes, recommending action items for improvement.
• Recognize knowledge gaps and coordinate the development and deployment of targeted training modules.
• Collaborate with the Training Manager to develop and maintain knowledge base materials.
• Design and deliver effective quality programs for both new hires and existing team members.
• Develop, implement, and maintain comprehensive quality assurance reporting systems.
• Analyze customer feedback from surveys and correspondence to define and prioritize high-quality customer experience expectations.
• Ensure Quality Assurance Team meets targets for completed evaluations in a timely and accurate manner.
• Develop and produce reports and presentations to share performance trends with stakeholders.
• Identify and coordinate internal technical experts or external vendors for specialized training needs.
• Partner with the Voice of Customer (VOC) team to utilize customer verbatim insights for experience improvements.
• Perform root cause analysis to determine knowledge gaps and address them through ongoing communications and Knowledge Base Article refinement.
• Collaborate with the Training department on initiatives to build skills and talent within the organization.
• Stay informed about Customer Service industry best practices for quality assurance and implement relevant improvements.
• Support the Manager of Training and Quality in identifying and implementing AI solutions for automating basic quality processes.
• Prepare and facilitate monthly QA readout reports, presenting results to relevant stakeholders.
• Contribute to forward-looking strategies that improve customer experience, CSR experience, and cost efficiency.

Qualifications

Education/Experience/Background:

• Bachelor’s Degree in business or related field.
• Minimum of 5 years of experience in a quality assurance function within a contact center or service organization.

Knowledge/Skills/Abilities:

• Strong project management skills with ability to meet tight deadlines and balance priorities.
• Excellent analytical skills for identifying trends and improvement opportunities.
• Strong communication and presentation abilities across all organizational levels.
• Self-starter with natural leadership, coaching, and team-building capabilities.
• Proficiency in Google Suite, presentation software, and training delivery tools.
• Ability to synthesize data into actionable recommendations and drive creative solutions.
• Passion for enhancing consumer experience and driving continuous improvement.
• Adaptable and innovative mindset with quick grasp of new technologies.
• Strategic thinker capable of executing plans aligned with organizational mission.
• Exceptional organizational skills and attention to detail.
• NICE InContact experience is a plus.

Additional Information

We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.